oracle policy automation...custom mobile apps, with new opa mobile sdk methods key benefits include...

Copyright © 2014 Oracle and/or its affiliates. All rights reserved.

Oracle Policy AutomationA Modern Enterprise Policy Automation Solution

Features and BenefitsNovember 2015


Program Agenda

Overview of Oracle Policy Automation

New features in November 2015 release

For more information

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Program Agenda




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Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Modern service delivery requires many types of policies

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Government Policies

Regulations

ProductDecisions and

Eligibility Rules

Organizational Best Practices

Serviceand Advice Rules

Legislation


Organizations and IT struggle to adapt to policy changes

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Managed, Interactive Policy Models

Sources

Product and service definition rules

Regulations

Company policies

Self-service, mobile

Chat

Call center

Any other apps

Deployment

Policy Automation enables consistency and agilityDeploy up to date policies directly into service experiences


Cross ChannelContact Center

KnowledgeManagement

Web CustomerService

PolicyAutomation

Service Cloud Platform

Field ServiceManagement

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 9

Oracle Policy Automation helps across industries

Hundreds of customers in over 20 different industries

Sales bonus incentives

Compliance automation

Claim eligibilityEducation course

applications

Warranty management

Customer needs and on-boarding

Complaint logging

Payment determinations

Mobile inspections and ticketing

Needs Analysis


On-Premises Applications

APIsInterviews

Management

Oracle Policy AutomationCloud Service

Oracle Policy Automation overview

Oracle Policy Automationfor Mobile Devices

Cloud Applications

Modeling

MobileApp

MobileSDK


The Oracle Policy Automation difference

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Manage policies(Word and Excel)

No need for custom development

Deploy across multiple channels

Provide detailed explanations

Share logic with other apps

Track and audit any decision

Understand impact with what if analysis

Manage complete policy lifecycle


Personalize Your Customer InteractionsDynamic Interviews

Personalized Advice• Provide precise advice tailored for

each customer

• Collect customer data more accurately and efficiently

Intelligent Interviews• Build and pre-fill Interviews to only

show relevant data and fields

Cross Channel Consistency• Ensure a consistent experience

regardless of channel – self-service, call center, mobile, or in-person

Personalized Explanations• Provide documents that record data

provided and explain decisions


Empower Policy ExpertsRule Modeling

Natural Language Policy Capture

• Model rules in Word and Excel

• Share easily with any policy expert

Intuitive Interviews

• Design interview layout and organize interactive advice screen

Policy Debugging

• Test before deploying

Built-in Data Mapping

• Out of the Box Integration to Oracle Service Cloud

• Easily map to data in other systems


Policy History Tracking

• Empower agents to explain why a decision was made

• Avoid customer complaints

Handle New Obligations

• Easily manage changes using the structure and wording of the source material

Decision Audit Reports

• Empower auditors with detailed explanations of how each rule was applied for every customer decision

• View easily in a report

Build Trust through TransparencyCompliance Management


Policy Quality

• Leverage built-in quality tools to ensure policy changes converge quickly

Multi-language Support

• Create policies in your customer’s preferred language with streamlined translation management

Seamless Collaboration

• Collaborate between stakeholders

• Avoid conflicts

• Share changes

• Deploy the latest policies quickly

Simplify Policy ManagementPolicy Lifecycle


Easy to Integrate

• Integrate decision making with standard APIs to other applications or processes

• Deliver consistency across legacy and cloud architectures

Mobile Ready

• Deploy interviews to mobile devices

• Deliver policies to all parts of your organization

Make Consistent Decisions AnywhereIntegration Services


Understand Impact of Revisions

• Easily analyze new or changes policies

• View the impact as it relates to each of your customers prior to changing

Policy Refinement

• Analyze and adapt policy outcomes to avoid unexpected results

• Provide feedback to policy makers

What-if Analysis

• View potential policy outcomes and impacts

• See outcomes side-by-side

Understand the Impact of Policy ChangesPolicy Analytics


Program Agenda




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Highlights of Policy Automation November 2015 Release

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Reference tags

Signaturesand photos

InclusionsPolicy usage statistics

New data mappingexperience


Web Customer Service

Understand Use Patterns and Share Service Costs

CAPABILITY HIGHLIGHTS Report overall interview and web service

usage by project, per time period

Download detailed statistics for further analysis

KEY BENEFITS Understand how advice needs and usage

patterns change over time

Measure success of marketing initiatives

Apportion software as a service costs to departments based on recorded usage

NOV 2015: Deployment Statistics



Easily Reuse, Share and Update Policy Model Content

CAPABILITY HIGHLIGHTS Include any OPA Hub project in other projects,

reusing rules, screens, styles etc. as needed

Choose when to update included projects for full control over the quality lifecycle

Remove or rollback to previous version of included project if needed

KEY BENEFITS Easily separate the responsibility for

maintaining different rules, screens and branding to appropriate teams

Update policies centrally without destabilizing projects that are close to release

Safely try out and update partner modules for a particular industry, project type, or customer, and remove if not applicable

NOV 2015: Inclusions

Corporate Interview

Styling

Self-Service Advice 1

Call Centre Advice

Common Rules and Screens

Self-Service Advice 2



Identify the Authority for any Decision

CAPABILITY HIGHLIGHTS• Tag any rule or rule element with the name of

the source material on which it is based

• Show rule tags in explanations of how each decision is reached

KEY BENEFITS• Simplify rule maintenance by using a flexible but

standardized approach to refer to any sort of source material

• Decrease audit cost by easily proving the correct source material was referenced by the rules used for a decision

NOV 2015: Reference Tags

End User View

Rule Modeler View



Capture Mobile Evidence

CAPABILITY HIGHLIGHTS Add new or existing photos to a mobile

interactive interview

Capture signatures on any device

Retrieve photo and signature images in custom mobile apps, with new OPA Mobile SDK methods

KEY BENEFITS Include on-site evidence of circumstances

with assessment data

Capture proof that a particular individual provided the answers to interview questions

Save all captured evidence to the system of record, when building custom mobile assessment apps

NOV 2015: Signatures and Photos



Improved Integration Productivity

CAPABILITY HIGHLIGHTS Browse the entire data model of a connected

application, to quickly understand what data and fields are available for use with OPA

New dedicated views to map objects and fields in to and out of interviews, with single-click mapping

KEY BENEFITS Improve integration productivity, particularly

for connected applications that have a large or heavily customized data model

Reduce maintenance cost by seeing at-a-glance all the information that is loaded and saved by an interview, and easily changing that mapping as needed

NOV 2015: New Data Mapping Experience

Other Cloud Applications

On-premises Applications


Feature deep dives

• Deployment statistics

• Inclusions

• References tags

• Mobile photo upload

• Signatures

• Mobile SDK enhancements

• Mew data mapping experience

• Rule loop warnings

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Feature Deep DiveDeployment statistics

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Deployment Statistics - OverviewUnderstand usage volumes and patterns

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Nov 2015

Quickly compare adoption rates of different policy models

o Easily view recent activity

o Choose some or all deployed policies

Understand how usage varies over time

o View total sessions, actions or users

o Group by hour, day or month

Download data for offline analysis

o Choose any data range for downloaded data


Deployment Statistics – View in HubSee recent activity at a glance

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Nov 2015

• Statistics for active deploymentsreflect all usage

o Interview and API sessions, as well as individual interactions

o Users:

o Service Cloud agent interviews

o Other application-user interviews

• Quickly see recent activity, and highlight any deployment

• Create customized comparisons


Deployment Statistics – Download CSVPerform offline statistical analysis

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Nov 2015

Download historical data

o Choose some or all deployed policies

o Choose time granularity

Analyze in Excel

o Downloaded files are in Excel CSV format to enable rapid custom charting

o Server time is used for all statistics, ensuring consistency of reporting


Feature Deep DiveInclusions

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Inclusions – Overview Reuse policy modeling assets across multiple OPA projects

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Nov 2015

Collaborate to create reusable assets

Mix-in different projects for different assets as needed: rules, screens, styles,...

Update to latest version only as needed

Override part of an inclusion while still using its other updates when available

Revert/sync at any time to the master inclusion, or completely remove all included assets


Inclusions – Add from Repository Include any project that is managed in the OPA Hub repository

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Nov 2015

Inclusions are managed just like any other project in the OPA Hub repository

Include a hub project into any other

Each inclusion merges in its:

o Word and Excel rule documents

o Screens, stages and interview styles

o Data model and value lists

o Input and output mappings

o Generated form templates

o Custom scripts, CSS files, and more


Inclusions – Update at Any TimeEasy to update to the latest version

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Nov 2015

Choose if and when to update included assets to the latest version

Each project that uses an inclusion can be updated independently

All changes since the last update are clearly indicated:

o New assets

o Modified assets

o Removed assets


Inclusions – Merge, not OverwriteAll included assets are merged with the “current” project state

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Nov 2015

Assets are merged at detailed level

See where each asset came from

o Each asset marked with its source inclusion

Override any included asset

o Local changes are automatically reapplied the next time the inclusion is updated

Reset any project asset to the included version at any time


Inclusions – Multiple InheritanceSafely reuse common components

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Nov 2015

Project assets can come in via more than one path

This means inclusions can themselves have common inclusions!

If there are differences in the versions of the included assets, easily pick which one to use

o This selection is retained for future updates

A

B

C

D

A1

A2

B

C

A1or A2


Inclusions – RemovableRemove an inclusion

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Nov 2015

An inclusion can be removed at any time

Any locally modified assets are retained

All other assets are removed from the project

This allows safely “trying out” an inclusion to see if it provides the required capabilities


Inclusions – A Versioned Project AssetInclusions are themselves treated as a version controlled project component

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Nov 2015

Inclusion changes are also tracked by the multi-user authoring system

o Inclusion added

o Inclusion updated to a later version

o Inclusion removed

This provides

o Complete transparency of when inclusions were add/updated or removed within the included project

o Ability to easily revert an entire inclusion-level operation


Feature Deep DiveReference tags

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Reference Tags - OverviewKeep track of and show the sources used in making every decision

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Nov 2015

Annotate decision logic with the source material for each clause

o Quickly identify relevant rules that need to change when source material is updated

Refer to the applicable source material in explanations and audit reports

o Prove compliance

o Decrease audit cost

o Improve customer satisfaction

o Reduce number of appealed decisionsEnd User View

Rule Modeler View


Reference Tags – In Word RulesTag rules with references to the source authority

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Nov 2015

Place tags at the start of any conclusion or premise

• Put square brackets around each tag

• Multiple tags per line are permitted

• Cannot currently tag both/either/all etc.

Also works in Word rule tables

• Tag conclusion and condition cells

• But can’t tag otherwise conditions

• (Can tag otherwise conclusions)


Reference Tags – In Excel RulesTag rules with references to the source authority

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Nov 2015

Place tags in Excel Review comments

Same appearance as in Word

o Surrounded with square brackets

o Multiple tags per comments are permitted

Put tags in any Excel rule table

o Tag condition and conclusion cells

o Tag conclusion headings

o Can’t tag condition headings or elsecondition

o (Can tag else conclusion cells)


Reference Tags – In ExplanationsTags appear in explanations of how decisions are reached

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Nov 2015

By default, reference tags appear in explanations shown in interviews

They can be easily turned off, per explanation

When testing, a tag can be clicked to show all rule locations where it is used


Reference Tags – As a Project Navigation ToolSearch for and navigate rules using reference tags

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Nov 2015

Search for any reference tags

o Search box includes matching tags

o Type ‘[‘ to start an exact match for tags only

When testing a project

o Reference tags are clickable in explanations

o They are also shown in the decision view

Navigate to a chosen tag

o A list of all locations of that tag is shown

o Pick one to navigate directly to tagged rule


Reference Tags – In Audit ReportsIncluded in audit reports that are saved to the connected applications

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Nov 2015

Audit reports now automatically include all reference tags

o Remember that Audit reports can be turned on for any attribute

o All audit reports are saved to the connected application when the interview completes

o In Service Cloud they are attached to main mapped out object (e.g. Contact or Incident)

o For applications connected via the web service connector, they are provided as part of the submitted data payload


Reference Tags – In Web ServicesIncluded in decision reports returned from OPA web services

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Nov 2015

Decision reports returned from OPA web services now include reference tags

o Assess Service

o Answer Service

o Interview Service


Feature Deep DivePhotos, signatures and Mobile SDK enhancements

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Add photo evidence

• Attach images to mobile interviews Use camera directly

Add existing photos from the device

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Signatures

• Capture and save signatures Works with both touch and mouse

Easily redo signature if mistake is made

Included as an image in the session data

Works in both mobile and web interviews

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Mobile SDK Enhancements

Work with attached files Access all interview session

attachments

• Images / media

• Signatures

• Automatic audit reports

Save/send to other applications as needed

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Complete auditibility Generate full audit reports

for any decision

• For any global attribute

• For every instance of an entity attribute

Save for use as evidence, or display as needed

Easily save all answers Attribute text is now provided

in interview session data

Automatically included for every question that is answered

No data mapping required


Feature Deep DiveNew data mapping experience

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New Data Mapping Experience – Overview

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Nov 2015

Dedicated input and output mapping views

Browse available objects and fields from the connected application

Map and unmap fields with a single click

Understand each object hierarchy mapped for input and output


Nov 2015

Dedicated input and output mapping views

Each load/save context is clearly managed as a separate hierarchy:

1. The user’s identity and related objects

2. The loaded objects

3. The updated or created objects

4. Any data loaded after submit

New Data Mapping Experience – Dedicated ViewsNew mapping views focus on what data is handled, and when


Nov 2015

More easily choose what to map from the connected application

o Browse through related application objects

o For each object, see all its available fields, even before it is mapped

New Data Mapping Experience – What to MapEasily browse the connected application’s data structure


Nov 2015

Easily map application objects to new or existing entities in the OPA data model

New Data Mapping Experience – Object MappingEasily add objects to the set of mapped data


Nov 2015

Simply click a checkbox to add a field to a mapping

o A new mapped attribute is automatically created in the correct entity

o Can still see mappings for a field in the attribute editor

Edit attribute names inline

New Data Mapping Experience – Field MappingMap fields with a single click


Feature Deep DiveRule loop warnings

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Rule Loop Warnings - OverviewProjects are now permitted to contain logical rule loops

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Nov 2015

Loops in rule logic are now shown on the Rules tab as warnings, not as errors

Each rule loop warning can be independently hidden

When any warnings are hidden, the total number of hidden warnings is shown on the Rules tab

Hidden warnings can be reset, causing them to reappear as warnings on the Rules tab

Projects with rule loop warnings can be deployed (regardless of whether those warnings are hidden or not)


Rule Loop Warnings – Guidance for Rule Authors

• Rule loop warnings should be taken seriously!

• It is the rule author’s responsibility to ensure that each rule loop is well-grounded – i.e. That the loop has a starting point that does not depend on any data earlier in the loop

• The most common use for “valid” rule loops is with entities:

– An attribute in one instance of an entity is calculated using the value of that same attribute in one or more other instances of the same entity

– This requires a relationship from the entity back to itself (either directly, or via one or more other entities)

• At runtime, if calculation does not complete within a fixed number of iterations then a runtime error is thrown

• Best practice: Create test cases for 0, 1 and many instances of the entities that participate in the rule loop

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Rule Loop Warnings – Example of a Valid Rule Loop

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A Biz Corp (4)

A Biz USA (0) A Biz EU (2)

A Biz UK (0) A Biz FR (0)

the number of descendants of the business entity


Program Agenda




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Where to get more information

Background• Policy Automation: http://www.oracle.com/technetwork/apps-tech/policy-automation/overview/index.html

• Oracle Service Cloud: http://www.oracle.com/au/products/applications/rightnow/overview/index.html

Documentation • Policy Automation User Guide:

http://documentation.custhelp.com/euf/assets/devdocs/november2015/PolicyAutomation/en/Default.htm

• Service Cloud User Guide: https://documentation.custhelp.com/euf/assets/docs/november2015/olh/index.html

Forums• Policy Automation: https://forums.oracle.com/forums/forum.jspa?forumID=828

• RightNow: http://communities.rightnow.com/groups/eedd6685ae/summary


Social Media Resources

http://www.youtube.com/user/OraclePAVideos

https://www.facebook.com/OraclePolicyAutomation

https://twitter.com/OracleOPA

http://www.linkedin.com/groups/Oracle-Policy-Automation-3431282/about

https://blogs.oracle.com/OPA/

https://forums.oracle.com/forums/forum.jspa?forumID=828

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Safe Harbor Statement

The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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oracle policy automation...custom mobile apps, with new opa mobile sdk methods key benefits include...

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